LGC

Technical Support – Informatics Software Specialist, Level 1

LGC

full-time

Posted on:

Location Type: Remote

Location: Maine • United States

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Salary

💰 $60,000 - $81,000 per year

About the role

  • Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools.
  • Support methods include telephone, e-mail, and online customer meetings.
  • Document customer issues, actions, and resolutions within Salesforce Case files.
  • Document and advance cases to Level 2 as needed.
  • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses.
  • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information.
  • Share customer feedback with Product Management, Commercial, and Quality teams.
  • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents.
  • Manage and track customer inquiries to ensure timely resolution.
  • Provide regular reports on case status and trends to management.

Requirements

  • Bachelor’s degree in a field related to life sciences.
  • Minimum of 2 years customer support experience.
  • Proficiency in software applications, effective issue resolution, troubleshooting, and customer communication.
  • Fluency in both written and verbal English and French is required.
  • Working knowledge of Microsoft Office products (Word, Excel, PowerPoint).
Benefits
  • Competitive compensation with strong bonus program
  • Comprehensive medical, dental, and vision benefits for employees and dependents
  • FSA/HSA Pre-tax savings plans for health care, childcare, and elder care
  • Deductible Buffer Insurance and Critical Illness Insurance
  • 401(k) retirement plan with matching employer contribution
  • Company-paid short- and long- term disability, life insurance, and employee assistance program
  • Flexible work options
  • Pet Insurance for our furry friends
  • Enhanced Parental leave of 8 additional weeks
  • PTO that begins immediately
  • Town Hall monthly meeting onsite/virtual
  • Cheer program where employees are recognized for outstanding work
  • Company wide social events
  • Frequent catered lunches and much more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportissue resolutiontroubleshootingdocumentationcase managementquality measurement toolscustomer communicationbilingual communication
Soft Skills
collaborationcustomer serviceproblem-solvingattention to detailreporting